Jelly Mae Gascon
Fpo,47
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Experienced with customer service and problem resolution. Utilizes skills to understand and address customer needs effectively. Knowledge of communication techniques and conflict management.
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Banking Center Service Specialist
Community Bank
10.2023 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
Senior Customer Service Agent
Enterprise Rent-A-Car
07.2022 - 08.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Took cash and credit card payments via phone, in person and through email.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
Lead Counter
Panda Express Restaurant
12.2021 - 07.2022
- Warmly welcomed customers upon approaching counter and placing orders.
- Maintained stock and replenished workstation products.
- Performed arithmetic functions handling cash, close checks, and balance register.
- Delivered outstanding hospitality and excellent customer service to customers daily.
Crew Trainer
McDonald
12.2019 - 12.2021
- Taught new team members correct procedures for all areas of operations.
- Trained other employees in customer service, food safety and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
Education
High School Diploma -
Kauai High School
Lihue, HI05.2022
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Okinawa, Japan05-2027
Skills
- Training and Development
- Coaching and Mentoring
- Team Support
- Safe Food Handling
- Restaurant Operation
- Sales Expertise
- Employee Performance Reviews
- Kitchen Sanitation
- Customer Service
- Active Listening
- Professional telephone demeanor
- Clerical support
- Client retention strategies
- Cross-functional coordination
- Customer relationship management (CRM)
- Customer service
- Problem-solving
- Multitasking and organization
- Team collaboration
- Active listening
- Money handling
- Relationship building
- Customer relations
Certification
- Certified Human Resource Specialist - June 2026
Languages
English
Full Professional
Tagalog
Professional Working
Ilocano
Professional Working
Timeline
Banking Center Service Specialist
Community Bank
10.2023 - Current
Senior Customer Service Agent
Enterprise Rent-A-Car
07.2022 - 08.2023
Lead Counter
Panda Express Restaurant
12.2021 - 07.2022
Crew Trainer
McDonald
12.2019 - 12.2021
High School Diploma -
Kauai High School
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
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